The terms Customer Experience (CX) and Customer Success (CS) are commonly used within the service industry. Sometimes CX and CS are used to describe the same or similar things and other times to describe complexly different actions, activities and outcomes. This article offers definitions for each term and identifies similarities and differences between CX and CS.
ASP Announces 2020 Conference Customer Success + Support: A Powerful Partnership. Join the ASP in Dallas March 24 - 25, 2020 to learn how companies define and deliver support for outcomes that customers want.
The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise. This article describes the factors that affect customer satisfaction and experience levels.